We can learn a lot about how to run our own companies from the companies we do business with. When a company does something that impresses you, consider how you can use that same strategy in your operation.
Here’s a customer service story that’s worth emulating: A while back, I tried a new flea and tick product from Sergeant’s Pet Care Products. The documentation cautioned against a number of side effects, such as lethargy and skin irritation, but didn’t say anything about the potential for agitation. So when I applied the product to my small poodle (a rescue dog of unknown age and history), I was surprised when she became extremely agitated and hyperactive, running all over the house, digging in her bed, and generally unable to stay still. After a bath and a bit of time, she was back to normal.
I understand that these products are pesticides and are potentially toxic. While I’d rather avoid using them, when it comes down to pesticides or fleas, the pesticides win. I’ve used these products before on other dogs with no side effects, but this was the first (and last) time I’ve used a topical flea control product on this particular dog. Because her reaction was so strong, I went on Sergeant’s website and sent an e-mail suggesting that they might want to include agitation in their list of behaviors to watch out for.
A Sergeant’s consumer affairs rep responded quickly. Her e-mail was personalized, expressed concern for my dog, offered suggestions for removing the product from her, and told me that if I’d return the unused portion and/or package, they would be happy to refund my money. It took me a month or so to get around to mailing the unused product back, but I finally did—and in today’s mail, I received a small package containing the refund check and a personalized letter expressing regret for causing me inconvenience and causing my dog discomfort, and telling me that the product I returned had been sent to the Quality Department for further research. That would have been sufficient, but here’s the thing that made me smile: the package also contained a bag of treats for my dog.
Sergeant’s Pet Care Products is clearly a company that values every customer, human or otherwise. This is a great customer service lesson for any organization: When something goes wrong, apologize promptly, fix the problem, and do something extra to demonstrate your sincere concern and desire to keep your customer.
As I write this, I’m waiting for another customer service issue with a different company to be resolved—and I know already that it’s going to be a very different story. Stay tuned.
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